Verint CX Automation
Attention CSPs: Consumers Need Help!

Attention CSPs: Consumers Need Help!

Whether you pick an economic pundit or a social commentator, you’ll be hard-pressed to find anyone who disagrees that consumers are experiencing a once-in-a-generation level of change in everyday life. Record high inflation, economic...
Inside the March 2024 Issue

Thought You Should Know

In continued celebration of Contact Center Pipeline's 15th Anniversary, we thought you might enjoy these CCP Stats. We also want to give a huge shout out to our Pipeline Stars. We couldn't do this...
Contact Centers

Contact Centers

A 15-year business milestone is a tremendous achievement! Congratulations to Publisher and CEO Linda Harden and the entire Contact Center Pipeline team for providing actionable insights and best practices as a leading resource for...
How to Write for Your Audience(s)

How to Write for Your Audience(s)

For contact center managers, “workplace writing” is never just one thing. Some days, you’re writing a high-stakes budget proposal to senior managers. Other days, you’re writing short, personalized motivational emails to overworked frontline customer...
Three Tips for Inside Sales Success

Three Tips for Inside Sales Success

In-person, apparently, is out. One-third of all buyers in business-to-business (B2B) transactions would prefer a sales experience that doesn’t include physical time with the seller, according to research from Gartner, by way of TOBB...
Combatting the Invisible Enemy

Combatting the Invisible Enemy

Robocalls, voice spam, phone fraud, spoofers, and vishers (voice phishers) are inflicting significant damage on businesses through lost productivity, degraded customer experience (CX), missed sales opportunities, and cybersecurity threats. While consumers have learned to...
Unlocking the Call Center Possibilities With KMS

Unlocking the Call Center Possibilities With KMS

In today’s fast-paced world, running a thriving call or contact center is only possible with a structured, up-to-date, and usable/easily navigable knowledge management system (KMS). Having such a KMS can differentiate success and failure....
Chatbots

Will Chatbots Replace the Need for Contact Centers?

Goodbye call centers! This was recently sent to me by someone who questioned that call centers may be going away. It feels like chatbots may replace our need for human interaction, as this message suggests:...
Seeing Productivity

Seeing Productivity

If we’re using video for meetings, to speak with our friends and family and to consume all types of media and entertainment, why are so many contact centers and agents still relying on phone...
To Blend or Not to Blend?

To Blend or Not to Blend?

Blending customer contacts, such as outbound outreach for inbound agents (or vice versa), and more recently, digital streams with voice calls, appear to have several benefits for contact centers. With blending, productivity could be improved...
What to Write When Saying “No”

What to Write When Saying “No”

While it’s never easy or much fun to tell a customer “no,” you can write it the wrong way—causing write-backs, harming satisfaction, destroying rapport—or the better way. The better way doesn’t mean saying “yes”...
Welcome to the Metaverse

Welcome to the Metaverse

There has been much buzz lately about the metaverse to the point where “meta-” is becoming a tag, even a company name a.k.a. Facebook. But what exactly is the metaverse? And is there a...
Setting Up Your Reps for Success

Setting Up Your Reps for Success

The retail industry has always been marked by its unpredictable sales peaks and valleys—and that can make managing retail customer service a significant challenge. The COVID-19 pandemic and subsequent repercussions (like supply chain disruptions...
How the New Normal Impacts Retail

How the New Normal Impacts Retail

Since the dawn of direct-to-consumer retail, customer service has separated leading retailers from laggards. As retail matured and transitioned from brick-and-mortar to online, the contact center’s role in the customer lifecycle gained increasing importance. In...
Sponsor Wall of Fame

Meet our February Wall of Fame Sponsor: Cognigy

Company Cognigy CEO/Founder(s) Philipp Heltewig, CEO and co-founder Sascha Poggemann, COO and co-founder Founded 2016 Describe your company Cognigy, a leader in Conversational AI, powers up enterprise contact centers to exceed customer expectations, improve agent satisfaction, and rapidly respond...
Old phone showing death of customer service hotline

Why Customers Must Be Allowed to Speak to Your Company

One of the best, most insightful articles on customer service I’ve read in some time - one that pinpoints the inherent conflict or dialectic between investing in excellent customer service and keeping costs low...
Walking the Walk: TD Bank’s New Financial Wellbeing Program

Walking the Walk: TD Bank’s New Financial Wellbeing Program

One of the key missions of banks is to help their customers understand their finances, and the choices and the products and services available, in order to help them make the best decisions. These...
Back to School…

Back to School…

Time flies! Here we are at Back to School time … prepping back packs, planning schedules, assigning duties, and gathering tools needed for success. Back to School is a good time to reflect...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in October

Throughout October, our readers explored a variety of the most pressing topics facing our centers. Our authors discussed whether our agents should continue to WFH, how to best lead our agents with compassion, and...
Keeping The Customer Promise

Keeping the Customer Promise

Promises are the most personal and binding of commitments, and therefore are to be made carefully, kept fully, and broken only in the most extenuating cases and with thorough explanations. So, when a company, its...